Mobile Application Design by Using Modified Fuzzy Kano Model

Abstract

With the developing technology, access to the internet via mobile devices has become widespread day by day since mobile phones present a more easy and simple way to reach the internet at any time. This has led to the development and widespread of mobile applications. Therefore, firms aim to develop their mobile applications to include various features in order to keep their products in the global market. Although many features have been developed to attract customer attention, customer expectations may differ from each other. The main reason for this is that customer expectations and perceptions influence the features offered by mobile applications. Consequently, the effects of mobile application features on customers should be measured. A questionnaire-based Kano Model Method was proposed to the literature for this purpose. However, the Kano Model questionnaire includes linguistic evaluation and the traditional Kano Model Method is weak at handling uncertainty in linguistic evaluation. Therefore, in the scope of this chapter, a modified Fuzzy Kano Model Method has been proposed to overcome this difficulty. Furthermore, the proposed method has been applied to classify features of mobile device applications. The obtained results have been compared with the traditional Kano Model.